How to escalate complaint to corporate

Hello. Had a bit of a hassle by the night desk attendant at a property in Harrisonburg, VA. I had a reservation at the property to stay overnight as my kids were headed back north to their mother’s. At the last minute, I wind up staying back and only my wife and kids go because I was feeling bad since I just had spine surgery on my neck and am still in recovery.

When my wife arrived, she was refused service because I was not physically there, had to speak to this attendant personally then refused to accept my credit card on file for the room making my wife use hers.

Mind you, we have travelled separately and she’s arrived firstvand checked into my reservations with no issues in the past, has the same UNCOMMON last name, has the Marriott App with all our information in it and her credit card has the identical card number, expiration date and CVV number as mine which is on file.

Lastly, this attendant gave a hard time because we just moved to a disability accesible home on base in SC and have not had enough time to unpack, let alone change out licenses yet.

To say I’m angry is an understatement and to say I want Management and Corporate to address this is also an understatement. I stay at Marriott every single time I go anywhere, to include foreign countries or if I have to stay miles from my destination just to ensure I’m at a Marriott property for this nonsense and hassle to occur.

Finally, her and my kids are checked in but I’m beyond irate and they are exhausted as they left late because of my last minute inability to travel.

We are sorry to hear about your frustrating experience. Can you please submit a Support Request and input your dates of stay, the hotel name, and reservation number? This will provide us with all the information we need to inform our team.

I'm sorry that you and your family were put through this!!! Sometimes things like this are because the person working the front desk is not well trained and does not use their better judgement (aka common sense).

I'm curious if Marriott performs audits of how the hotels that hang the Marriott banner (including all of the various brands Marriott has in their portfolio) to see how they are greeted; how questions/issues are addressed, etc.

It would be a great way to understand where the issues are and if they are consistent among some of the owners/developers that have multiple locations.....

Marriott and associated brands are they only hotels I stay at. I'm loyal to Marriott as I cannot think of too many issues that I have experienced with Marriott.

I hope the issue can be resolved in your favor and that resolution will be posted across all Marriott hotels, of all kinds. I am sure this happens elsewhere but it is the duty of the associate to see the clarity in your situation and make the right decision for you and your family,